Manager HR
Polani’s (Pvt.) Ltd
Total years of experience :14 years, 9 Months
Role:
• Playing a pivotal role in establishing the HR department from scratch. Laying the foundation of HR policies and practices. Embedding the same into Organization's culture. Making sure all the projects are installed aptly and that they are up and running smoothly.
• Complete working experience on cloud based HRM-ERP System
• Ensuring effective implementation of the performance management process including communication of the process, training of the line managers, mapping of performance appraisal data and linking it to rewards and learning opportunities, identifying potential successors and developing their training plans
• Direct report to director and reporting line of all department managers of Finance, HR and Admin and overseeing their functions. Providing recommendations to Director for approval of departmental operations and rendering services to improve operational systems, processes, and policies in support of organization mission
• Managing and increasing the effectiveness and efficiency of Support Services of departments. (IT, Admin, Operations, and Finance) and supervise and coach office staff on regular basis, provide training and capacity building in the department
• Managing Purchase Request, Negotiate the terms and conditions, Purchase Order, Delivery -Reviews purchase requirements shared by departments & plans and places orders as required -Liaises with relevant vendors
• Floating and evaluating Bids and RFPs/RFQs for all procurement needs -Assess RFPs with procurement department -Evaluating new vendors to expand company supply pool.
• Leading HR functions, supervising recruitment and placement process, monitoring performance evaluation, employment contracts and overseeing payroll and employee benefits
• Regular review and update of all SOP’s and process documents in line with the requirements of company rules and guidelines
• Working as SME - SLA for clients contracts, and Service Designer for Managed Services for Major, Large clients
• Ensuring that the code of conduct policy is adopted and implemented in due spirit across the company
• Drafting of contract for corporate clients/signing and maintaining SLA’s for corporate clients. Generating service level reports for all service channels
• Building relationships, understanding customer’s businesses, presenting solutions, negotiating prices and closing deals
• Developing new business relationships with vendors
• Process documentation and prepare reports relating to personnel activities (staffing, recruitment, training, grievances, performance evaluations etc)
• Assist in payroll preparation by providing relevant data (absences, bonus, leaves)
• Managing portal for hotel and airline booking
• Maintaining regular contact with all airline managers/staff
• Monitoring competitor activities and recommend actions
• Compile and update employee records (hard and soft copies)
• Communicate with public services when necessary
• Dealing and processing claims in coordination with the insurance company and maintaining their contracts
• Maintaining and managing EOBI records with EOBI dealing with different government agencies
• Defines the vision, strategic direction and plans for IT service management, HR & Admin departments in accordance with the overall Departmental direction as set by the business units and senior management. Accountable for service quality and service availability for all services which support all business requirements, goals and objectives
• Maintain external and internal equity by recommending remuneration packages in consultation with Department Heads & COO
• Maintaining relationship with vendors and negotiate prices not compromising on quality
• Planning and conducting job analysis interview for developing JDs for regional support staff
• Review policies and procedures and identify bottlenecks and loopholes to top management
• Setting budgets of Admin and procurement departments
• Procurement of office supplies with different vendors
• I have also reviewed their change and release processes and introducing new processes which are more ITIL aligned
• Followed ITIL-based best practices to perform incident, change and problem management
• Task management and tracking of user requirements and system functionality
• Close liaison with Customer Services to ensure easy acceptance of any changes envisaged is critical
• Designing & Planning of BCP and DRP
• Participate in RFI/RFP evaluation process for contractor/technology selection
• Responsible to work with the respective network vendors’ support teams for the troubleshooting, identification, and resolution of network problems
• Maintaining cordial relationship with key suppliers, vendors & customers
• Assisted in designing and implementing of network and windows projects
• Manage & supervise IP Contact Center activities effectively and efficiently
• Ensure the continuity of business operations through management of IT infrastructure
• Establish operations and maintenance procedures for all Contact Centers and IT systems
• Liaised with departmental teams belonging to different domains of travel services
• Project management of all relevant projects
• Worked as a compliance office to implement & review the policies of CGI Federal Inc and also implement these policies on AEG
• Worked as a single point of contact between AEG and CGI Federal Inc for all US Visa related queries and compliance
Projects Incorporated:
• Complete renovation of offices in Karachi & Islamabad
• Recruitment of entirely new unit which is a call center in Islamabad & Karachi
• Direct dealing with vendors and a government official for license renewals
Procurement & deployment of Avaya IP Office with capabilities of IVR (self-service), call recordings, historical reports, call management and integrated with SalesForce CRM
• Migration of AEG Travel Head Office exchange with more than 110 Analog extensions and nearly 55 digital extensions with Active & Standby CMS (Call Management System), Interactive Voice Response (IVR) System and Contact Centre
• Migration of major business applications Power Suite integrated with airline front-end GDS system sabre
• Supervised activities of Customer Service Department for US Visa including service delivery & call centre operations
Role:
• Successfully, signed SLA’s with different vendors and saved 1.5 million in monetary terms
• Maintained over 15 servers with full responsibility for 100% system uptime
• Procurement of computer office supplies including servers, laptops, computers, vehicles
• Managed network hardware including servers, routers & other computer devices
• Liaised & deployed server updates and preventative maintenance with limited downtime
• Integrated old systems & databases with new software applications and advanced technology
• Provided IT support including hardware troubleshooting, backup & recovery, email communication and application support
Highlights:
• Bagged recognition letter from Professional Employer for excellent job performance in 2010
Master in Business Administration
Bachelor of Science Information Technology